Is Outsourcing Customer Service Really Worth It?
In the business world, owners must choose whether to handle customer service in-house or outsource to a third-party contact center. Today, many companies decide to outsource their customer service department, but is it worth it? Yes, outsourcing customer service to a contact center is a smart business move. Outsourcing customer service can save your business […]
Is Live Chat Taking Over as Customers’ Preferred Contact Method?
Customers have begun choosing live chat as their preferred customer service contact method. Live chat has been available for decades, but in today’s technological age, it is surpassing other forms of communication. In 2021, customers prefer chatting with a live customer service agent over calling, emailing, and social media. Live chat offers customers a quick, […]
Hand in Hand: How Contact Centers and Artificial Intelligence Work Together
Call center technology advances with the times to prioritize customer and client needs. In the modern age, artificial intelligence (AI) is a staple in the business world. AI is also present in the day-to-day operations of contact centers where it shapes customer satisfaction and business analytics. AI aids contact center operations to produce the most […]
What Is Brand Perception and Why It Matters
Brand perception is crucial to the success of a business because it sets the tone for future progress. In today’s dynamic world, consumers share their experiences with peers and friends. They reflect these experiences across social media channels and the entire world via the internet. As a result, a single unpleasant experience can often destroy […]
Healthcare Audit Company Needed to Outsource Survey Calls for Different California Health Plans
Problem A healthcare auditing company works to keep healthcare partners compliant with state and local regulations. The healthcare company’s audit duties require the administration of surveys to medical providers for different health plans specific to California. The healthcare auditing company did not have the tools and resources allotted to handle this inbound and outbound calling. […]
Oral Healthcare Company Required Outbound Calling Service to Alert Members and Providers in Different Time Zones of Authorization Results
Problem A dental healthcare company manages dental insurance plans for Americans across multiple states. The company required an outbound calling service to provide authorization results to members and providers of contracted dental plans. Members and providers would need to be alerted as to whether authorization was approved or denied. Search for a Solution The dental […]
Healthcare Company Required Outside Team to Enroll Patients in Clinical Trials of Large Pharmaceutical Companies
Problem A patient recruitment company needed to recruit more patients for the clinical vaccine and medical trials of large pharmaceutical companies. The patient recruitment company wanted to avoid spending money on an in-house call center team to handle calls to recruit patients for these trials. Search for a Solution The patient recruitment company requested that […]
Bilingual Support is a Customer Service Necessity in 2021
Customer support in the US can no longer survive by tailoring only to English customers. Today, Spanish-speaking people make up a large percentage of Americans. Many of these people speak Spanish natively and do not speak fluent English. Your call center must offer bilingual support to all potential callers, regardless of language. Foreign-language customers deserve […]
5 Ways a Virtual Receptionist Can Improve Your Bottom Line
A company’s receptionist performs valuable duties such as fielding important phone calls and scheduling appointments. Having a skilled receptionist is a must for a company to stay organized and succeed. However, utilizing a virtual receptionist rather than an in-house receptionist can improve your company’s bottom line. A virtual receptionist will perform the same duties as […]
How Customizable Scripts Improve Your Customer Service
Contact centers field many calls per day. Utilizing customizable scripts is a significant way to improve a contact center’s customer service because they allow agents to keep calls brief and to the point. When customer calls go long, it damages an agent’s productivity score. Scripts not only improve this score, but they improve the customer […]
